ADSL Broadband Providers – 2012 Ratings

Posted by Canstar Blue April 3rd 2012

You are viewing the archived 2012 ratings for ADSL Broadband providers. Go to the current broadband ratings.

* Overall satisfaction is an individual rating and not a combined total of all ratings. Brands with equal overall satisfaction ratings are listed in alphabetical order.
^ Download quota value for money


See Our Ratings Methodology.

Five times a day: nearly 30% of Aussies on Facebook keep up online appearances

As the social networking site goes from strength to strength, the results of our recent survey have shown that 27% of Australians regularly check Facebook five or more times a day.

In particular, Generation Y respondents were more likely to be tagging photos or caring for virtual farms throughout the day – especially when compared to Baby Boomers (56% compared to 13%).

Results also showed that 50% of respondents spent more than three hours a day (outside of work) surfing the web.

And while they were less inclined to be on Facebook all day, a reasonably high 50% of Baby Boomers reported that their online activities regularly took up three hours of their day or more.

In an effort to help users compare internet providers for their homes, our research also looked at customer satisfaction with ADSL broadband brands.

Westnet has received our 2012 most satisfied customers award for ADSL broadband providers when rated against iiNet, Internode, Optus, TPG, iPrimus, Dodo and Telstra BigPond.

Along with Westnet’s five star ratings for each criteria, several other providers really delivered on several fronts. Internode and iiNet received five stars for their speed, while TPG received five stars for their download quota value for money.

Our results also showed that Australia is – at least in part – populated by pirates. Nearly one in five of our respondents admitted to regularly downloading music and videos they had not paid for.

Interestingly, only 5% of Tasmanians admitted to this kind of activity, compared to 25% of New South Welshmen. Also, males were twice as likely as females to illegally downloading online material (24% versus 12%).

Canstar Blue commissions Colmar Brunton to regularly survey 2,500 Australian consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from broadband customers within the survey group – in this case, 1,241 people. To qualify, the customer must have a broadband account in their name and pay the bills. Brands must receive at least 30 responses to be included.

Results are comparative and it should be noted that brands that received three stars have still achieved a satisfaction measure of at least six out of 10.

Overall satisfaction

While Westnet was in position for the overall customer satisfaction five star spot, iiNet and Internode weren’t far behind with fours. Optus, TPG, iPrimus, Dodo and Telstra BigPond received three stars each for this criteria.

Value for money

Whether it’s a stock standard package or something that offers unlimited broadband, Westnet delivered the goods, receiving five stars for value for money. They were followed by Internode, iiNet and TPG with four stars; and Optus, iPrimus Dodo and Telstra BigPond with three.

Technical support

Wireless internet woes can be a pain – but thankfully, internet service providers (ISPs) have proven to be more than happy to help get users connected again. Westnet received another five stars for their technical support, followed by four star recipients Internode and iiNet. Taking out three stars for this criteria were Optus, TPG, iPrimus, Dodo and Telstra BigPond.

Speed of internet connection

Three ISP’s were top of the charts for their internet connection speed, with Westnet, iiNet and Internode each tacking out five stars. Next came Optus, TPG, iPrimus and Telstra BigPond with four stars; and Dodo followed with three.

Reliability

Westnet customers were most satisfied with their ISP’s reliability, earning the iiNet subsidiary five stars for this criteria. Internode and iiNet received four stars each, followed by Optus, TPG, iPrimus, Dodo and Telstra BigPond with three.

Billing

While the act of handing over money can be a point of contention, knowing how much you’re downloading, and where your money goes is important for every Aussie household. Following Westnet’s five star achievement; iiNet, Internode, Optus, TPG and iPrimus each received four stars for this criteria; followed by Dodo and Telstra BigPond with three.

Download quota value for money

Most satisfied with value for money of their download quota were Westnet and TPG customers, earning each brand five stars each. They were followed by Internode, iiNet, Optus, iPrimus and Dodo with four; and Telstra BigPond with three.